This is an updated edition of the bestselling book by Colin Shaw and John Ivens about building and delivering great customer experiences. Many companies neglect the customer experience. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty and commercial success of companies and brands. With the use of compelling examples and cases the authors show that this is key for all companies and organizations. In this revised edition they show that the customer experience has now become central to the agenda for many companies and organizations. Senior Executives in a range of functions including Marketing, Strategy, Sales, Operations, Customer Services, Corporate Communications, Brand Management, Human Resource Management, etc; All Management staff with a customer facing role; Management Consultants; Supplementary reading on a range of undergraduate and postgraduate courses, including MBA, especially programmes in Marketing, Strategy, Sales, Corporate Communications, Brand Management, etc; Lecturers, Researchers and Libraries in Universities, Business and Management Schools, especially in Marketing, INDICE The Customer Experience Tsunami The Physical Customer Experience The Emotional Customer Experience The Effect of Organization, Multi Channels and Moments of Contact on the Customer Experience The Implications of Processes and Systems on the Customer Experience People: A Key Differentiator The Massive Impact of Leadership and Culture on the Customer Experience The Customer Experience is the Embodiment of the Brand Managing the Customer Experience: The Customer Experience Pyramid Measuring Your Customer Experience Targeting: Driving Behaviours That Impact Your Customer Experience Creating Your Customer Experience Strategy The Future of Customer Experience